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Frequently Asked Questions

Our most important connection

Since Nexia™ Home Intelligence was built on the idea of improving connections, it’s no surprise there’s one connection we consider particularly important—the one we have with our subscribers. After all, your ability to connect to your home is what we are all about. So, whether you’re just researching home automation or getting ready to use Nexia, we’re here to help.

Considering Home Automation

What is home automation?

Technology has allowed us to connect to multiple facets of our daily life—and that includes our homes. A home automation, or connected home, system connects electronic home products to Internet-enabled devices so you can access them remotely.

What things should I consider when selecting a home automation system?

When selecting a home automation platform, consider the following questions:

How expensive is it to get the system, install and maintain it?

Is there a monthly fee?

Can you expand the number of products on the system and if so, what’s available?

What kind of technical support is available and how do you access it?

How easy is it to access the network and control it remotely?

How secure is the network?

How easy is it to install? Does it require a professional installer?

How simple is it to integrate the system into daily life?

Why types of products work on the system? Will products work together? How easy is that to set up?

How soon will these products need to be updated or become obsolete?

What are the types of home automation?

Home automation has evolved over the years. Today's systems could be grouped into these categories to make it easier to understand:

Self-monitored security/home automation network:Nexia falls into this category. Self-monitored systems typically work with a variety of products, are modular/scalable and easy to setup.

These systems are sold through retailers, e-tailers, and local dealers. They can be installed and maintained by the homeowner and enable remote control and monitoring via a smartphone, tablet or computer.

These systems typically have a "hub" or "gateway" in the home that wirelessly speaks to the smart products throughout the home.

Monitored security: This is a home alarm system monitored by a third-party provider who contacts the appropriate responders (fire, police) when an alarm is triggered.

Generally you can expect a higher monthly fee for this service and typically a long-term contract.

These services are great for households that want to know someone else is watching their home; however some customers may complain of false alarms and limited flexibility when adding new products to their system.

Custom home automation: This type typically includes monitored security, options for managing entertainment and media systems, and whole home integration.

These custom systems are designed and installed by professionals and may require a high, upfront investment.

How do today’s home automation systems work?

These systems use common home automation technology, such as Z-Wave, ZigBee and WiFi, to allow devices to communicate with each other as well as to Internet-enabled devices anywhere in the world.

What is Z-Wave?

Z-Wave is a next-generation wireless technology that allows virtually any electronic device in your home to communicate via low power radio waves that travel through walls, floors and cabinets. "It is an interoperable, wireless, RF-based communications technology designed specifically for control, monitoring and status reading applications in residential and light commercial environments." For more information, visit the Z-Wave® Alliance website.

Why was Z-Wave chosen for Nexia Home Intelligence?

Because Z-Wave is used by many of manufacturers that make products for the home, it was the ideal choice for Nexia. Z-Wave allows Nexia to work with products from a number of different brands, rather than a proprietary system of products we control. Additionally, Z-Wave has great range, low susceptibility to interference from other wireless devices and operates on very low power. And, because Z-Wave is a “mesh network,” the network gets stronger when more Z-Wave devices are added to the system, which is ideal for accommodating all sizes and shapes of home layouts and environments.

What factors influence the Z-Wave connection?

Z-Wave communication can be impacted by the physical location of devices. Sometimes, home construction (metal, in particular) can reduce signal strength between two Z-Wave devices. Adding another Z-wave device, such as a plug-in light controller, normally resolves communication “dead spots” in the home.

Does Z-Wave have any limitations?

Z-Wave is designed for efficient control and monitoring of devices, such as locks, lights and thermostats. It is not designed for streaming data such as video and music. That’s why the cameras that work with the Nexia system are all WiFi-based.

Considering Nexia

What is Nexia Home Intelligence?

Nexia Home Intelligence helps you stay connected to what matters most to you. Unlike competing systems, Nexia is more than a product with an app. Instead, Nexia has an app that controls multiple products—one app, countless products. That’s the beauty of Nexia. It brings together all the connected products in your home so you can manage them remotely from a single app on a smartphone, tablet or computer.

How does Nexia work?

Devices in the home communicate using Z-Wave technology, a wireless Radio Frequency-based communications platform, or Wi-Fi.

The Nexia Bridge in the home listens for changes to devices and reports this information to the Nexia portal for status updates.

The Nexia web and mobile apps use the bridge to send commands (such as “lock the door”) to devices.

In addition to providing basic functionality, Nexia allows subscribers to tap into the advanced features of products. For example, with an electronic lock, Nexia allows you to remotely lock/unlock the door, as well as add/delete codes or check which codes have been entered. In addition to device control and monitoring, Nexia allows subscribers to automate their home so products work together. For example, when a certain code is entered at the lock, it could trigger the camera to record video, a light to turn on and a text alert to be sent.

What exactly does Nexia allow you to do?

Nexia allows you to access, monitor, and control smart products in your home all from your smartphone, tablet, or computer. With Nexia, you can easily make your products work together to improve the comfort, efficiency, and security of your home.

The cool thing about Nexia is that you get to decide what matters. You can start small, then grow your system to fit your life so you stay connected to what matters most.

What makes Nexia different?

Simply put, Nexia was built with its subscribers in mind. We’ve designed Nexia so it’s easy to install, use and—most importantly—stay connected to what matters most. As a result, you choose the products you want on the system. You aren’t limited to products only made by a certain manufacturer, as is the case with closed design systems. You get to choose the Z-Wave products you prefer or already have in your home. Even more, you get to decide how those products work together. For a low monthly subscription, Nexia provides a fully connected home—with no extra fees or contracts.

Key benefits of the Nexia system include:

Future-ready platform thatallows you to customize your home with a wide range of products from today’s most innovative home brands

Scalability so the system can be expanded over time

Automatic updates on new features and ways to control the home

Affordable price so subscribers can have the benefits of home automation without the cost of legacy or heavily customized systems

Subscriber support based in the U.S. to help you get the most out of your system

How much does Nexia cost?

The average Nexia system costs less than a few hundred dollars to get started. With Nexia, you decide what matters most. You can start small with a couple of products then grow your system over time. The Nexia Home Bridge is $70 and is the hub of the home. Subscribers pay $9.99 per month for remote access and can control over 200 products on one account.

We want you to have choices and flexibility. That's why there are no cancellation fees or long-term contracts. If at anytime you choose to cancel your subscription, all of the products you purchased will still work in your home—you just won't be able to access them online from your smartphone, tablet, or computer. Since Z-wave is a leading home automation standard technology, many of your Nexia-enabled products will work on other home automation systems.

How many products can I enroll?

The Nexia Home Bridge can hold and control 230 Z-wave products, allowing it to connect to nearly every function and area of your home.

Is Nexia secure?

To ensure security, Nexia communications are fully encrypted with AES128 encryption standards similar to online banking. We have our system regularly tested by third-party experts to minimize vulnerabilities.

How reliable is this system?

Wireless communications operate very well, but are never 100% perfect. And, like any technology, there can be brief interruptions in Nexia service. However, Nexia is committed to ongoing improvements in reliability, and will communicate updates during any service interruptions.

How far is the range of communication with Nexia?

For Z-Wave, the typical indoor communication range is 30-50 feet between two devices. Z-Wave repeaters, such as the Schlage Home Dimmer Module, extend the range of your Nexia Home Bridge by up to 50 feet, bridging the gap between devices that are too far apart to communicate.

One of the benefits of Z-wave is the mesh network. This means that devices in your home can pass the signal to each other to reach across your home. The more Z-wave devices you add in your home, the stronger your network becomes.

Is Nexia difficult to install?

Nexia is a true do-it-yourself system. Setting up the system in a home requires the same technical skills as setting up a computer and wireless router. In fact, we take pride in the fact that, compared to most home automation systems, Nexia is simple to set up and install. We provide step-by-step account setup wizards, installation videos, and reference documents to help you through the process. If you have questions, you can call our subscriber support team at 1-877-288-7707 for assistance.

I am concerned about products becoming obsolete. What should I think about Nexia?

We understand your concern. After all, it seems like newer, more advanced versions of computers, laptops and smartphones are being released all the time. Nexia is "cloud-based" so we can push updates over the internet to your system and products so they always have the latest firmware and features. Since those updates are automatic, that helps to ensure you always have the latest technology without having to worry about updating your system.

Additionally, that’s one of the reasons we chose to build Nexia with Z-Wave technology. Z-Wave has been around for several years and is used by today's leading brands in the home. Because of its interoperability, Z-Wave will likely be compatible with any many new technology advancements. In situations where that’s not the case, we can integrate with partner products via the cloud as we are already doing today.

Will Z-Wave products from another home automation system work with Nexia?

Yes, all Z-Wave products are generally compatible with Nexia. However, not all of the features of a product are guaranteed to be supported. Make sure to check the level of compatibility on the Compatible Products page.

What mobile platforms are compatible with Nexia?

Nexia mobile apps are available for:

Apple iPhone, iPad and other iOS WiFi devices

Google Android smartphones and tablets

Microsoft Windows Phone

What web browsers are compatible with Nexia?

Nexia is compatible with most common browsers, including Windows Internet Explorer, Mozilla Firefox, Google Chrome and Apple Safari.

Getting Started

How does the Nexia Bridge work?

We call it the Nexia "Bridge" because it bridges your home to the cloud and to all the connected products within it. The bridge translates Z-Wave messages from your home products to your web app and the mobile app.

How do I sign up for the service?

You will be prompted to activate your service when you set up your products in your Nexia account. Instructions will be included with your products. Please visit www.mynexia.com to activate your account.

Is there a trial period?

Yes, we offer a 30-day trial period to all news subscribers.

What do I need to set-up Nexia?

Nexia™ Home Intelligence is smart enough to make setup simple. What you need to get set up:

Active broadband internet connection

Router with at least one available port* (not necessary with the new Trane XL824 or American Standard Gold XV thermostats)

Computer with internet access for initial setup

A compatible smartphone or tablet in order to use your mobile devices for remote features

What are the Nexia system requirements?

Home router with at least one available port (This is where the bridge plugs into your router)

Computer with Internet access (Mac or PC)

Optional: Access to a WiFi network is required for cameras and for certain advanced thermostats

What is the Nexia Bridge and why do I need it?

The Nexia Bridge connects all the Z-Wave devices in the home on the Nexia system to the Internet. Essentially, it “bridges” the home automation network to the Internet. It is the hub of the home and manages communications between your connected products and you.

Life with Nexia

How do I expand my system?

Expanding your Nexia system is easy! It’s truly a system you can make your own. Add products at any time. Simply purchase them (Amazon or your local Trane dealer or American Standard Heating & Cooling dealer) and add the products to your Nexia Home Bridge. Follow the on screen instructions and tutorials available in the Nexia web app after your account is created.

There are many compatible products available from leading and trusted brands like GE, Schlage, Trane, American Standard, and Leviton with many more to come. Your Nexia Home Bridge can hold 230 Z-Wave devices so you can add locks, lighting controls, small appliance controls, thermostats, and sensors.

How many homes can I have on my account?

There is no practical limit to the number of homes that can be on your account. Some customers with multiple rental and vacation properties have more than 30 homes on a single account. (Note that each home is subject to the $9.99 monthly subscription.)

What kind of alerts can I get on my smartphone?

You can create text or email alerts to keep you connected to what is going on at home. Alerts can be created and managed individually so can customize Nexia to fit your life. Example: Mom receives a text when Susie gets home from school and Dad receives an email when it is time to change the furnace filter.

Create an automation to have lights turn on and camera record video of activity is detected while you are gone (Schlage Home Indoor Camera + Schlage Home Motion Sensor + GE Z-wave Light Switch)

Review event log of who is accessing lock so you always know who is coming and going (Schlage Touchscreen Deadbolt)

Schedule lock access codes for housekeeper or service people to only be active at specific times (Schlage Touchscreen Deadbolt)

What happens if my Internet/power go out? Is there battery backup?

If your power goes out, the Nexia Home Bridge will not be able to communicate with the Nexia-enabled devices in your home, so you won’t be able to remotely control the system until power is reinstated. There is no compromise to security when the power in your house is interrupted—all the security devices stay in their current state, you just cannot remotely access them. Additionally, your system will maintain all of the settings previously programmed into the account so nothing will have to be reprogrammed once power returns.

Special note on Schlage Locks: Schlage Home Keypad locks with Nexia Home Intelligence function on standard, everyday batteries so you can operate them even if your home's power/internet goes out. The "always active" codes are stored in the lock and can be used even if the power is out. The Nexia apps show the battery status of Schlage locks and typical battery life is longer than a year.

Product FAQ's

More specific questions about Nexia or the products you already own or thinking of purchasing? Check the topics below:

Appliance and Dimmer Modules

How does the Dimmer Module work?

It’s easy to use the Dimmer Module. You simply plug it into the wall and plug your lamp into the light module. You need Nexia Bridge to enroll the Dimmer Module and an active Nexia™ Home Intelligence subscription in order to use the remote management features.

Do the Appliance and Dimmer Modules help extend the range of my Nexia™ Home Intelligence system?

Yes, if you are just building your Nexia system, we recommend including an Appliance or Dimmer Module with the purchase of your Nexia Bridge. The Home Appliance or Dimmer Module will help extend the range of your Bridge by up to 50 feet so that you have stronger communication between your products and Nexia, and can reach products in more places in your home.

How many outlets does the Appliance or Dimmer Module provide?

Will the Appliance and Dimmer Modules work with any type of light?

The Dimmer Module will work with all standard incandescent lighting and some compact fluorescent or LED lights, but we recommend checking the lighting packaging to determine compatibility. The Appliance Module will turn any type of lights on and off.

Indoor and Outdoor Cameras

Are the cameras compatible with other home automation systems?

At this time, the Schlage Indoor and Outdoor Cameras are only compatible with Nexia Home Intelligence and not with other home automation systems.

Can I install more than one camera onto my Nexia account?

Yes. You can add as many cameras as you want to your Nexia account.

Can I mount either of the cameras outdoors?

The Schlage Outdoor Camera is designed for both indoor and outdoor use. However, the Schlage Indoor Camera is not recommended for outdoor use.

Can I use cameras from other manufacturers?

Not at this time. The Schlage Indoor and Outdoor Cameras are designed to provide a secure video connection, along with easy plug and play installation, not currently available with other cameras.

Is a Nexia Bridge and a subscription required to use the camera?

A Nexia Bridge is not required for use of the camera. The camera is a Wi-Fi device and will connect directly to your router. (Note: A bridge is required to control Z-Wave devices such as locks, thermostats, and sensors.)

You will need a monthly subscription to Nexia™ Home Intelligence to use the remote management features of the camera via your smartphone, tablet or internet.

Is pan/tilt/zoom available?

Not at this time.

Is the camera live?

Yes. The Internet-enabled camera connected to Nexia™ Home Intelligence will show live video via the Nexia mobile app or web app. The frame rate will be approximately 8 - 10 frames per second.

Is the video secure?

Yes. Through your Nexia Home Intelligence subscription, the camera creates a secure connection directly to the video server.

Is video recording available?

Yes, in addition to live video, stored videos can be viewed using your Nexia web app at MyNexia.com or mobile app. Videos can also be downloaded to your local storage device (hard drive). And, you can use "Automations" to configure your camera to record events automatically.

A standard Nexia subscription comes with 250 MB of video storage and 4 minutes of video recording. If you require more recording storage you can upgrade to up to 2 additional gigabytes for $1.99 per gigabyte.

When used as a wireless camera, do I still need to plug the camera into power?

Yes. The camera's Wi-Fi connection allows you to locate throughout your house without needing a network cable, However, the camera will need to be plugged into to an outlet for power.

Nexia Bridge

How does the Nexia Bridge work?

We call it the Nexia "Bridge" because it bridges your home to the cloud and to all the connected products within it. The bridge translates Z-Wave messages from your home products to your web app and the mobile app.

Do I need the Nexia Bridge for my Nexia™ Home Intelligence system to work?

If you install any Z-Wave products in your home, then yes, the Bridge is what enables all of your products to “speak” to each other and links them to your Nexia subscription where you may enjoy remote access and control of your Nexia devices.

*A bridge is not required if you have the new Trane XL824 or American Standard Gold XV thermostats. The bridges are actually inside of these thermostats, so no need to purchase a separate one.

Schlage Home Keypad Lock

Are codes more secure than keys?

Since you can create, activate and deactivate individual codes, they are actually more secure than keys which can be lost or duplicated.

Can I control the system from any location?

Since Nexia™ Home Intelligence utilizes the internet, you can use this solution anywhere you have access to the internet, from most smartphones or other mobile devices.

Do I need to use the keypad or is there a manual override?

Yes, there is a manual override. Just like any other lock, this one comes with regular keys that can be used anytime—regardless of whether or not there is an Internet connection, the power is on, or the battery has failed. The keys will always work.

Do the wireless functions of the lock cease if I stop paying the monthly fee?

YES. The ability to control your devices via web site and cell phone will be terminated if you cancel your Nexia account.

How do I control my Keypad Lever and Deadbolt Lock remotely?

For the Schlage Keypad Lever, you can remotely unlock the door by clicking the “Activate” button on the Nexia web or mobile app. For the Schlage Keypad Deadbolt, you can also remotely activate the lock; however, you need to physically turn the thumb-turn. Since door frames are not always perfectly aligned and a deadbolt can require more leverage to engage or disengage, the deadbolt requires manual operation.

How long is the battery life? How will I know when to replace it?

Since Schlage Home Keypad Locks or Touchscreen Locks are designed to use very little battery power to operate, the batteries included should last approximately 2 years depending on usage. There is a battery life indicator on the lock itself, as well as on your Nexia web account. You can also program Nexia to send email or text alerts when the batteries are low.

How many codes can you have? How many exist?

Currently, you can have up to 19 unique four-digit codes active at the same time.

If I want to cancel my Nexia subscription, will my locks still work?

The mechanical and electronic features of the Schlage Home Keypad Lock will function even if you cancel your subscription. The user codes are stored in the lock and will not be deleted unless you deliberately delete them and you can reprogram the codes manually.

If the Internet is not accessible, can I still get into my house?

YES. The keypad operates on battery power, so it still works when there is no internet connection. You can also use the included key. The only thing you cannot do, if there is no internet connection, is access your Nexia web account and remotely monitor the system.

What if I move, can I take my Nexia system with me?

YES. As long as your new home has high-speed Internet access, you can use Nexia. Nexia does not store any physical location information. The Schlage® Home Keypad Locks can easily be removed and reinstalled at your new home.

Schlage Touchscreen Deadbolt Lock

Are codes more secure than keys?

Since you can create, activate and deactivate individual codes, they are actually more secure than keys which can be lost or duplicated.

Can I control the system from any location?

Since Nexia™ Home Intelligence utilizes the internet, you can use this solution anywhere you have access to the internet, from most smartphones or other mobile devices.

Deadbolt Programming

Does the door need to be closed while programming the lock?

No. The deadbolt needs to be extended so that “Lock & Leave” does not cause problems and the door can be open with the bolt extended.

How do I know if I'm in programming mode?

The yellow light blinks when waiting for a programming menu choice. It turns to a solid yellow light when a choice has been made. Press outside the Schlage button anytime to exit programming.

Do I need to use the keypad or is there a manual override?

Yes, there is a manual override. Just like any other lock, this one comes with regular keys that can be used anytime—regardless of whether or not there is an Internet connection, the power is on, or the battery has failed. The keys will always work.

How do I control my Touchscreen Deadbolt Lock remotely?

For the Schlage Touchscreen deadbolt, you can remotely lock and unlock the door by clicking the “Lock” or “Unlock” button on the Nexia web or mobile app. A common automation for the Touchscreen Deadbolt is a daily schedule to lock doors. For example, every day at 7pm, front door and back door locks.

User Codes for the Touchscreen Deadbolt

If I change the code length, does that remove the default codes?

Yes. However, the default codes will be restored if the lock is subjected to factory default reset.

Since the User Code length is variable, from 4 - 8 characters, will this affect the enrollment of the lock to the bridge?

No effect. The enrollment process uses the programming code and is just a way for the lock & bridge to handshake. PIN length has no impact on this process

Can the Nexia web app manage new 4-8 digit codes?

Yes – all existing locks will continue to be fixed at 4 digits. But the web app will adjust for the Touchscreen Deadbolt to accommodate longer codes if you have selected this.

Will there need to be two different user codes if someone has a 4-digit code on the old locks and a longer user code on the Touch Screen Deadbolt?

Yes. The legacy locks are fixed at 4 digits. So if you increase the PIN length of the new lock, there would be two different code lengths.

Do I need to press the Schlage key every time to enter a code?

Yes

Can I have more codes if I only use 4-digits per code?

No. The limit is 30 codes regardless of length.

Trane Home Energy Management Thermostat

Can I enroll more than one thermostat on my account?

Can I install the Trane® Home Energy Management Thermostat myself?

YES. In most cases the Trane® Home Energy Management Thermostat can be successfully completed as a do-it-yourself project. However, there are a wide variety of heating and air conditioning systems, which may add complexity in some cases. If you are unsure about any step of the installation, you should contact a professional heating and air conditioning contractor for assistance.

Can you automate and schedule the Trane Home Energy Management or American Standard Acculink® thermostat?

YES. As an example, you can set up your thermostat so that entering your code into a Schlage Home Keypad Lock could automatically adjust your Trane Home Energy Management or American Standard Acculink® thermostat to a preferred temperature setting when you arrive home.

Is the Trane Home Energy Management Thermostat programmable?

YES. The Trane Home Energy Management Thermostat can be programmed for up to four temperature changes per day. Multiple unique daily schedules can be created. Each daily schedule can be applied to one or more days of the week. Setting the schedule is easily accomplished from your Nexia account. Alternatively, scheduling can also be programmed locally at the thermostat.

What happens if there is a problem with my Internet connection or Z-Wave communications?

Your Trane Home Energy Management Thermostat is not dependent on the Internet and will continue to heat or cool your home based upon the schedule and thermostat settings you selected. All thermostat settings available in your Nexia account can also be changed at the thermostat. However, thermostat schedules defined in your Nexia account will not operate until the Internet or Z-Wave communication problem has been resolved.

What type of alerts will the Trane® Home Energy Management Thermostat provide?

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